Videotron
Author Details: Name: Julian Durand Burgoyne Title: Sr. Manager, Digital Engagement and Social Media Company: Videotron Tell us about you, your company, and your team? Videotron is a Canadian telecommunications leader. A wholly owned subsidiary of Quebecor Media Inc., Videotron is an integrated communications company engaged in cable television, interactive multimedia development, Internet access, cable telephone and wireless telephone services. How does your role and your team support your company and its goals? My team handles digital engagement and social media both for customer service and technical support. We handle all things digital in the customer service space for Videotron. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Over the years we deployed a strategy of serving the customer on the channel of their choosing. We deployed capabilities with Khoros to enable us to do just that. Secure forms helped us authenticate customers and allowed us to serve them on a broader range of channels previously inaccessible. We previously had no contact entry point on our support website. The initial reason behind this being we wanted to promote self-service to avoid costs. However, after deploying support on so many channels it didn’t make sense to keep our support site without a way to contact us. We expected that adding messaging capabilities on that section of our website would drive significant volumes that we were maybe not ready to handle. We decided it was time for us to try automation, which we always were skeptical of. This skepticism stemmed from expecting our customer base to hate having to speak to a bot. We were skeptical of traditional bots, since customer service is our DNA and we found bots to be a bit too cold and non-personal. Additionally, accuracy of the GenAI was also a concern, though all of this was dispelled with the POC. Videotron being a leader in customer service satisfaction when we launched automation we wanted to do it right. So, we partnered with Khoros to test in one fell swoop, brand messenger, Flow and the new Helix AI capabilities. In a few months we built and trained a virtual assistant with knowledge of our entire support website that leverages Helix Generative AI capabilities to answer customers in a fluid, in depth and personalized way. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. It allowed us to launch a new major contact point, driving new volumes in Khoros Care, while also deflecting contacts that could be answered without a current support site for the type of customer that didn’t want to search the site and would’ve contacted us. We have doubled our incoming volume within Khoros Care. We achieved for the first tim…424Views0CommentsHutchison 3G UK Limited (SMARTY)
Author Details: Name: Yulian Kozachok Title: CX Platform Lead Company: Hutchison 3G UK Limited (SMARTY) Tell us about you, your company, and your team? SMARTY is the SIM-only network on a mission to put the trust back into the mobile industry, by doing things differently. SMARTY believes there’s a better way to do things; great value, simple plans, transparent pricing and flexible monthly SIMs. Customers don’t need to worry about a hefty bill or nasty surprises at the end of the month – it’s simple, honest mobile. With a focus on the customer, SMARTY offers EU roaming up to 12GB and unlimited calls and texts with every plan. Customers can pause, change, or cancel monthly without long contracts tying them down for years. SMARTY is powered by Three Ireland's strong and reliable 4G and 5G network, which delivers super-fast speeds for all your mobile needs. SMARTY was recently named Which? Recommended Provider for the fourth year in a row thanks to its commitment to its customers – all 1 million + (as of October 2024) and counting! How does your role and your team support your company and its goals? The CX team specialises in creating a customer experience strategy that provides our audience with an engaging community and peer-to-peer support whenever needed. As a CX Platform Lead, I take care of the community, ensuring that it’s a reliable source of information for customers, allowing users to support one another while fielding engaging discussions. We also run multiple competitions on the platform to boost engagement and provide incentives for being a part of the community. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? The SMARTY Community platform is a place where customers can share knowledge and ideas, give peer-to-peer support and access 24/7 help. As our customer base grows, we are looking to gain more of their valuable insights through real-time feedback. The Khoros Community platform is a fantastic asset that enables us to listen to our customers, explore analytics, and understand our customers on a deeper level. We also know that our customers love to self-serve, rather than spend time trying to reach an agent. The community content management enabled us to tag, review and edit content quickly, so users can easily find solutions to any problems they face. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. Our goal for this year was to boost our Registrations, Engagement and improve community Resolution Rate. Community platform provides an excellent outlet to present customer-centric content to our base. We kicked 2024 off with a SMARTY Community 1st Anniversary Prize draw. “Let us know about your favourite bargain”. This …ViewsCommentsAltice USA
Author Details: Name: Carolyn Miller Title: Social Media Care & Insights Manager Company: Altice USA Tell us about you, your company, and your team? I am a Social Care & Insights Manager for the telecommunications company Altice USA. The social care team answers customers’ billing and technical inquiries that come in through various social media platforms. They respond to customers on Facebook, X/Twitter, Instagram, and numerous online review platforms. How does your role and your team support your company and its goals? Altice’s goals are to connect, grow, inspire, and delight our customers. The social care team does our part to contribute to that promise. We do that by providing support to our customers 24 hours a day, 7 days a week. We attentively listen to our customers and do our best to solve their problems in the quickest way possible. We pay attention to our customers’ pain points and work with other groups to find solutions for those issues. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? We use the Khoros Care solution for our Social Media Customer Care team and our Business Chat Support team. Our primary goal is to always help and support our customers and their needs as expressed through social media platforms. The challenge was to be able access and add more platforms for our team to support. Over the last few years, we have added LinkedIn, Instagram, TikTok, and Yelp. This level of support has allowed our team to be more responsive and address more of the concerns that our customers have. Our support has delighted our customers and has improved our brand reputation. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. One of our recent wins for the social care team, and the company, was successfully improving our brand’s reputation, which we have been diligently working on for the last year. This was a cross-departmental initiative. Our goal was to improve consumer sentiment across all platforms including online reviews. The Khoros platforms makes it easy to tag, label and sort any interaction. It also makes it easy to respond quickly and efficiently to the reviews left by our customers, be it positive or negative. That level of personalization and responsiveness does a lot to turn around an unhappy customer. In addition, reaching out to find our customers on various platforms, and then addressing their concerns, improves our brand reputation. What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. There were several value-added outcomes from addressing these challenges. First, was improving our brand reputation. We immediately noti…ViewsCommentsOrange Romania
Author Details: Name: Mihaela Andruseac Title: Community Manager Company: Orange Romania Tell us about you, your company, and your team? I am the Community Manager, I was hired in Nov 2018 especially for this project and I helped launch the Orange Romania Community in June 2019 and we grew beautifully in the past 5 years. We started with Ring Central (ex Dimelo) as our initial platform provider and after a while we switched platform providers and we are very happy with Khoros. We are a team of 3 people - 1 Community Manager and 2 Moderators (Daniela & Georgiana) and we are part of the Consumer Operations & Transformation Department at Orange Romania. How does your role and your team support your company and its goals? The Community Team is helping with all Community related activities (managing and moderating, delivering clients insights, user testing on specific topics, Superusers program and so on) and the main goal is to decrease costs with calls and chat / messenger (call & chat / mess deflection). Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Teams Involved: Community Team Marketing Team IT Team Use Cases: Transitioning the Support Community from an old provider to Khoros Launching the Superusers program to enhance community engagement and support Set an annual feedback survey for community members to gather insights and improve the community experience Challenges Addressed: End-of-life platform provider: transition to one of the top community platform providers in the market allowed us to modernize our community infrastructure and the constant support that we received during the transition and after was extremely needed (we didn't have any support in the past in terms of benchmarking, market insights, strategy) Scalable Self-Service: improved access to new features on the new platform, reducing the need for direct support - generating call & chat / messenger deflection Knowledge Management: centralized information sharing to ensure users can find answers quickly Community Engagement: encouraged active participation through the Superusers program, fostering a sense of belonging and loyalty & improving specific KPIs such as "time to 1st answer" Innovation and Growth: leveraged community insights to drive product improvements and enhance customer satisfaction through Superusers program, specific testing sessions & feedback survey. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. Challenge: The previous platform provider announced an end-of-life timeline, meaning no updates, developments, or additional support from that moment and the product to be closed in 3 years. This posed a significan…ViewsCommentsOrange Belgium
Author Details: Name: Rizlaine Baitar Title: Community Manager Company: Orange Belgium Tell us about you, your company, and your team? I've been working for Orange for 6 years. I started as a Webcare agent, I was a moderator for the Tribe forum and now I'm responsible for both forums (Tribe and hey!). I really enjoy my job and my team. Orange is a very pleasant company, you feel good here. How does your role and your team support your company and its goals? One of the main objectives of our strategy is to digitalise. The community plays a role because it can help customers to quickly find the answers to their questions directly. Without having to call customer service. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Tribe was a small community that has grown considerably. Today, Tribe has more than 51,000 members. We share all the news with members and continue to promote the community. We have 6 super users who are very active and very helpful. They are constantly looking for answers to members' questions and finding good solutions. We've put Tribe in front of the other departments, so we have very good support. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. Seeing this community grow year after year. We've passed the 51,000 members. Many members have got used to the forum and no longer contact customer service. What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. Orange Forum (Tribe) In 2023, we had around 4,000 new members and 808,521 visits Hey! Forum It's brand new and just starting to make a name for itself. We have almost 2,000 members and had 31,782 visits in 2023. The hey! forum has evolved considerably in the last few months. What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change. On the Orange (Tribe) forum, in 2023 we had around 4,000 new members, 808,521 visits and 1,885,214 page views. Customer service also highlights tips and tricks from the community. These customers frequently become members and continue to visit the forum. What differentiated the Khoros Communities solution in your ability to achieve/deliver on your goals for the year? What in the solution helped enable it? Were other factors involved? The tool is easy to use, with a clear view of the categories, members and figures. It's very important for us to be able to monitor progress. What parts of your experience working with Khoros enabled you to address the need or challenge? We have regular c…ViewsComments
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